How Brands Are Enhancing Their Business By Offering In-Home Services
The latest way companies are distinguishing themselves from their competitors involves offering services that reach all the way into people's homes, helping them assemble their purchases or walking their dogs
Today’s consumers simply don’t have time for less-than-optimal services—which is why they’re increasingly letting companies into their homes to assist them with their needs. In its recent report, PSFK identified two major areas where brands are improving their business by offering at-home services: assisted installation and remote access.
In the first case, major brands like Walmart are leveraging partnerships to eliminate the friction of product installation and assembly, offering customers an enhanced experience from start to finish. In the second, services are offering innovative ways to deliver packages right into people’s homes or put their groceries in their freezers while protecting their privacy and safety. Read on to discover how businesses are meeting consumer’s demand for at-home services.
Walmart + Handy
Multinational retail corporation Walmart has partnered with home services provider Handy to allow customers to purchase in-home services for TV and furniture installation. The new program provides Walmart customers with quick, affordable access to Handy’s in-home installation and assembly, and allows interested shoppers to purchase the Handy services with a scheduled appointment while they are checking out in store.
IKEA + TaskRabbit
Home furnishing store IKEA is rolling-out the TaskRabbit At-Home Assembly service after acquiring same-day service platform TaskRabbit. While shopping on the website, IKEA customers are able to check availability in the service and book an appointment at check-out. The tasker will then arrive at the customer’s home at the scheduled time and work on the requested job. When the task is complete, payment happens seamlessly and securely through the app.
Online retailer and cloud services provider Amazon is improving their in-home delivery service called Amazon Key, which relies on Amazon’s Cloud Cam and compatible smart lock. When a courier arrives with a package for in-home delivery, they scan the barcode, sending a request to Amazon’s cloud. If everything checks out, the cloud grants permission by sending a message back to the camera, which starts recording. The courier then gets a prompt on their app, swipes the screen, and the door unlocks. Then, the courier drops off the package, relocks the door with another swipe, and are on their way. The customer will get a notification that their delivery has arrived, along with a short video showing the drop-off to confirm everything was done properly.
On-demand dog walking and sitting service company Wag! provides free lock boxes to allow dog walkers inside customers’ homes. Customers can securely store their key in the Wag Lock, which is place somewhere accessible to the walker, and uses a four digit access code that is only shared with the walkers via the app. The home is protected up to $1,000,000 when booking a Wag! dog walking, or sitting service.
August Home x Walmart
American leading smart locks provider August is introducing a service called August Access that allows retailers to open customer’s front doors and bring packages directly into their homes when they are not there. August smart lock allows delivery drivers a one-time entry into their home along with a notification sent to their mobile device so they can monitor the delivery process from start to end. Leveraging this service, multinational corporation Walmart announced they are testing the service, including online grocery orders, which won’t just be placed inside the house like the packages, but will be put away in the fridge and freezer, when appropriate.
Extending their services right into people’s homes is the latest way that brands are complementing their business and catering to the busy, demanding lifestyles of 2018’s consumers. Offering digital, always-on services and transactions is now only part of the package that consumers are looking for, and the next important step in optimizing efficiency and convenience involves delivering services directly to the customer, detailed further in PSFK’s research report The New In-Home Buying Experience.